Support Centre Manager

The Support Centre Manager is responsible for the effective management of the 24/7 Support Centre and the delivery of Seeing Machines support services to the Guardian products. This involves efficiently scheduling resources, ensuring that we are meeting agreed Service Standards, ensuring that the service is meeting quality standards, designing and revising processes in our Quality Management System, and designing and coordinating the delivery of training for staff.
This position is a full-time position worked primarily from Monday to Friday.
At times the role may be required to work evenings and weekends to effectively supervise and lead the Australian Support Team.

**The key responsibilities of the role include**:

- Provide effective management of the Australian Support Centre ensuring the team is resourced within budget, delivers the agreed Service Standards whilst maintaining high quality standards for Guardian customers
- Manage all Product Support Agents and Supervisors, ensuring each team member is performing to agreed standards, including Performance Management of staff where required.
- Analyzing and assessing the team workflow to ensure appropriate of allocation across all shifts whilst observing the requirement to meet agreed Service Standards
- Manage the Support Centre ticketing system including management of Agents, Lite Agents and Administrators. Using the ticketing system to create reporting metrics to manage the Support Centre performance against agreed targets
- Manage any service interruptions, coordinating response in accordance with agreed processes and procedures
- Ensure that data privacy sensitive tasks are quality assured, and for investigating any data breaches instigated from the delivery of Support Services
- Design, deliver and maintain technical support training and other documentation (i.e., Knowledge Base articles) for all Support Agents. Specifically responsible for coordinating the efficient delivery of training to new Support team members and Supervisors
- Assist in the management of Distributor Support Center relationships and their ability to provide quality Tier 1 support to their customers
- Identify and developing reports or reporting capabilities based on feedback
- Participate in User Acceptance Testing for Guardian Live and the In Vehicle System Software for new releases. Specifically interpret the changes relative to Support Services and update training and documentation in response to any changes
- Contribute to product improvement by identifying and managing (in accordance with the quality management system) problems or ideas that will improve the overall service or product offering
- Demonstrate a good understanding of Guardian products and services, to include the physical installation of the product in a wide variety of vehicles and environments

About you
We value the breadth and depth of experience that our people bring to their work. We are seeking people with a good mix of technical competency and personal capability.
- Degree in Management, IT or related technology field
- Basic knowledge of Linux based operating systems
- At least 2 years' experience in a call centre, customer service, or similar
- At least 2 years' experience in a technical support role, including demonstrated experience in network, hardware and/or software support
- Experience leading and managing teams, managing shift schedules and delivering training
- Proficient in MS Office (Word, Excel, PowerPoint, etc.) and Windows Operating System
- Excellent verbal and written communication skills with a proven ability to present technical information to a customer in a non-technical manner.
- Excellent attention to detail and a demonstrated commitment to quality management and improvement
- Ability to work effectively in a team, leading and inspiring a team to deliver quality outcomes
- Excellent organizational skills with a demonstrated ability to work proactively in a rapidly changing environment, setting priorities and meeting deadlines
- Ability and desire to continuously understand and learn new skills of a technical nature
- Strong problem-solving skills and ability to think creatively and analytically with non-standard tasks
- Commitment to managing and handling privacy data and information with care and integrity

About Seeing Machines
We are a global company founded in 2000 and headquartered in Australia, and an industry leader in vision-based monitoring technology that enable machines to see, understand and assist people.
Seeing Machines develops Driver and Operator Monitoring System (DMS) technology to enhance safety for Automotive, Commercial Fleet, Off-road and Aviation.
Seeing Machines' technology portfolio of AI algorithms, embedded processing and optics, power products that need to deliver reliable understanding of vehicle operators, in real-time.
The technology spans the critical measurement of where a driver or operator is looking, through to the classification of their cog